Service Desk Analyst - 2nd Line

iRecruit Specialist have a requirement for a 2nd Line Service Desk Analyst for a rapidly expanding organisation based near to Reading. They are looking for someone who has had exposure to supporting on telephony VOIP systems.

This role will be to provide 1st/2nd line support across a wide range of technologies, ideally resolving issues at the first line stage but, if not possible, escalating to the appropriate technical resolver group.

Key Tasks:

Use technical knowledge to resolve customer issues.

Ensuring tickets are correctly logged and categorised on the Service Desk system.

Taking responsibility for tickets through the whole incident management process.

Ensuring customers are kept updated on ticket progress.

Ensuring contractual SLA’s are met.

Escalating cases when potential SLA breaches may occur.

Escalating cases where appropriate for both internally and with customers.

Supporting the Field Services team when required.

Help develop and produce statistical data on incident management performance.

After a training period, there may be a requirement to join an out of hours rota.